# Crossroads Care Kent

Crossroads Care Kent is a CQC-regulated home-care agency in Maidstone.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 18/04/2019

## Practical info

- Postcode: ME18 5NS
- Registered manager: Mcgowan, Emily
- Local authority: Kent
- Region: South East
- City: Maidstone
- Last CQC check: 18/Apr/2019 - 00:00

## Inspection findings

### caring

- Finding
  - Privacy, dignity and confidentiality
  - Published: 2021-10-30
- Finding
  - Consistent relationships and staff matching
  - Published: 2021-10-30
- Finding
  - Kindness, compassion and dignity
  - Published: 2021-10-30

### effective

- Finding
  - Mental Capacity Act understanding and application
  - Published: 2021-10-30
- Finding
  - Supervision and appraisal
  - Published: 2021-10-30
- Finding
  - Induction and training
  - Published: 2021-10-30

### Other

- Finding
  - Evidence: Clear organisational vision shared at all levels: 'Every carer to be recognised, supported and offered services to help them maintain their health and wellbeing'.
  - Published: 2021-10-30
- Finding
  - Evidence: Positive, open organisational culture with approachable management actively supporting staff wellbeing.
  - Published: 2021-10-30
- Finding
  - Evidence: Strong quality assurance including annual surveys, daily notes auditing, and board-level review of monitoring outcomes.
  - Published: 2021-10-30
- Finding
  - Evidence: Comprehensive complaints procedure with CEO and board-level oversight, and demonstrated learning from complaints.
  - Published: 2021-10-30
- Finding
  - Evidence: Person-centred care plans developed with full involvement of people and their relatives, reviewed at least annually.
  - Published: 2021-10-30
- Finding
  - Evidence: Regular supervision at least twice a year and annual appraisals supporting personal development and high standards.
  - Published: 2021-10-30
- Finding
  - Evidence: Specialist training provided including dementia, Parkinson's disease, motor neurone disease, and end of life care; staff trained as Dementia Friends.
  - Published: 2021-10-30
- Finding
  - Evidence: Effective induction including a 'work shadow buddy' system pairing new starters with experienced, skilled colleagues.
  - Published: 2021-10-30
- Finding
  - Evidence: Thorough individual risk assessments balanced safety with maintaining people's independence and dignity.
  - Published: 2021-10-30
- Finding
  - Evidence: Safe recruitment practices including DBS checks, employment history verification, and reference checks prior to commencement.
  - Published: 2021-10-30
- Finding
  - Evidence: Robust safeguarding knowledge among staff, with clear escalation routes including external agencies, and board-level monitoring every two months.
  - Published: 2021-10-30
- Finding
  - Evidence: Consistent, long-term staff matching ensured people and relatives built trusted, sustained relationships with the same carer each week.
  - Published: 2021-10-30
- Finding
  - Evidence: Annual surveys with good response rates informing service development and business planning
  - Published: 2019-06-20

### responsive

- Finding
  - Flexibility and responsiveness to changing needs
  - Published: 2021-10-30
- Finding
  - Complaints handling and learning
  - Published: 2021-10-30
- Finding
  - Person-centred assessment and care planning
  - Published: 2021-10-30

### safe

- Finding
  - Medicines management
  - Published: 2021-10-30
- Finding
  - Safe recruitment practices
  - Published: 2021-10-30
- Finding
  - Staffing levels and consistency
  - Published: 2021-10-30
- Finding
  - Risk assessment and management
  - Published: 2021-10-30
- Finding
  - Safeguarding people from abuse
  - Published: 2021-10-30

### well_led

- Finding
  - Staff engagement and communication
  - Published: 2021-10-30
- Finding
  - Quality assurance and monitoring
  - Published: 2021-10-30
- Finding
  - Leadership and organisational culture
  - Published: 2021-10-30

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-2142652275

HomeCare Compass is an independent guide and is not affiliated with the CQC.